Customer Service Executive (Freight Forwarding)

DMU LOGISTICS PTE. LTD.; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A logistics company in Singapore is looking for an experienced individual to oversee customer service operations related to freight forwarding. You will ensure high standards of service, manage documentation and analyze feedback to improve operations. Ideal candidates have 4-5 years in freight forwarding, are familiar with shipping practices, and possess strong communication skills. This role requires attention to detail and the ability to manage multiple tasks effectively.

Qualifications

• 4–5 years of experience in freight forwarding, preferably in sea freight import & export.
• Understanding of end-to-end freight forwarding operations.
• Experience dealing with shipping lines and overseas agents.

Responsibilities

• Oversee customer service and coordinate responses.
• Process documents related to tracking and delivery.
• Analyze customer service operations and present findings.

Skills

Freight forwarding

Logistics workflows

Shipping documentation

Communication skills (English)

Detail-oriented

Job description

Job Responsibilities

1. Responsible for providing or overseeing customer service, coordinating responses to requirements and concerns, ensuring standards are adhered to for customers using entry to more advanced professional and technical knowledge on a broad range of customer service policies, programs and practices. Focus is with external and end customer contact.

2. Overseeing or reviewing, completing and processing various degrees of documents and database regarding quoting, tracking, tracing, delivery and billing of products and services to customers.

3. Providing basic to more specialized analysis of customer service operations, such as success rates, problem resolution, resource requirements, billing and related areas.

4. Establishing effective relations with internal and external customers to identify opportunities, resolve problems, and provide services according to global policies, programs and practices.

5. Providing feedback and guidance, responding to customer inquiries regarding procedures, details/specifications in relation to shipments, invoices, ensuring the appropriate fees applies, payments and assisting in the resolution of problems; assists with receiving customer feedback and coordinating resources and responses as required

6. Analyzing and reviewing operations, results, feedback and related customer service information on an ongoing to as needed basis to determine trends, draw conclusions, interpret findings, and presents results, proposals and recommendations to management.

7. Ensuring the accuracy of more standard to very complex customer service documentation through audits, queries, and operational reviews; works with teams to resolve discrepancies.

8. Assisting with developing customer service or cross-functional project or program objectives, which includes proposed budgets, timelines, materials, personnel, and other project requirements, receives direction and presents information to management; may develop and manage areas that are moderate in scope or impact.

9. Interpreting and applying department policies and procedures and assists with applicable laws, rules, and regulations; ensures process and operations compliance and receives guidance within these areas as needed.

Job Requirements

• Minimum 4–5 years of relevant working experience in freight forwarding, preferably handling sea freight import & export.

• Solid understanding of end-to-end freight forwarding operations, shipping documentation, and logistics workflows.
• Hands‑on experience dealing with shipping lines and overseas agents.
• Familiar with Incoterms, BL terms, and general shipping practices.
• Good communication skills in English; ability to communicate with regional counterparts is an advantage.
• Strong sense of responsibility, detail‑oriented, and able to manage multiple shipments simultaneously.